What the AI will and won't say

Your AI receptionist talks to your customers, so it follows a few rules on every call, whatever you write in its settings.

Prices are estimates

• The number it gives is always an estimate, worked out by your own pricing settings. It calls it "your estimate" or "the estimated cost" — never a quote, a price, a rate or a guarantee, and never what they will pay.
• It never makes up a fee or a discount. A cost comes only from your pricing.
• If you switch off Give the estimated cost, it takes the details and a specialist follows up with the price.

Only your company's facts

• Your hours, your address, your licenses (USDOT, MC, state license) and your phone numbers come from Settings › Company & branches › Company info — read-only; the AI can't change them.
• Policies and "what's included" questions are answered from your settings, your FAQ and your knowledge documents — never from guesswork.
• If something isn't written down, it says a moving specialist will get back to them, rather than inventing an answer. It never says something is free, included or allowed unless your information says so.

Honest that it's an AI

If a caller asks whether they're talking to a real person, a robot or an AI, it always tells the truth — warmly — and carries on helping: it's an AI assistant for the team, and a real person will follow up. It never claims to be human.

No changes, no money

• It can't change an order. A caller's change becomes a request for your office, and the AI never promises the change is made or that a date is free.
• It doesn't take payments — it has no way to charge a card. Customers pay through the links your company sends them.
• Before saying anything about an existing customer's move, it checks who they are with your verification questions — and never hints at what didn't match.

Keeping calls on track

• It asks one thing at a time and never asks again for something the caller already said.
• It doesn't accept a move date in the past.
• A number that calls more often than your limits allow hears Please call back during office hours. Goodbye. and the call ends — see Repeated Calls From the Same Number in Set up the AI receptionist.

Recording

If you record calls, the AI says so before anything else. Some states, including Massachusetts, require telling every caller — keep the notice on if you record.

Your words on top

Your greetings, questions and Anything else, in plain words shape how it talks, on top of these rules. Keep them in line with the rules — for example, don't ask it to promise a price.